Customer Success Manager

If you are an experienced professional in maintenance and repair service management with demonstrable ability facilitating user adoption of web and mobile applications and related processes, Decisiv wants to hear from you. If you have what it takes to be a Decisiv Customer Success Manager (CSM), you will be the driving force behind our customers achieving the benefits they desire from using Decisiv’s products. You’ll be part of the fastest expansion of users Decisiv has encountered and a critical part of the success of a massive update to our core product and creation multiple new applications.

To be a successful Decisiv CSM, you should be passionate about these kinds of topics:

Understanding the commercial vehicle, heavy equipment, and industrial asset markets and the service and maintenance processes, systems, and business drivers that motivate businesses to implement a Service Relationship Management (SRM) solution

Customer Empathy – understanding end users, their day-to-day responsibilities, the challenges they face, and how they perceive and react to the introduction of technology and process change into their work environments

Crossing the T’s and dotting the I’s. Decisiv is a rapidly growing industry leader in Service Relationship Management (SRM) software with clients like Volvo, Mack, Hino, Peterbilt, and Kenworth, plus thousands of commercial asset service companies across the country and beyond. Our size means you’ll have major opportunities to contribute to the future of our company while expanding your skill set. Our distributed team is a group of self-starters, who work well as a team using collaborative tools such as Slack, Zoom, JIRA, Confluence, and Zendesk. We work just as well remotely as we do when we meet in person. Your career growth is top-of-mind for us. You’ll learn a lot here, and we want you to share what you know. And while we will expect a lot from you, we also value your life outside of work; recharging is important, and we strive to offer an environment that reflects that.

WHAT YOU’LL BE DOING

Performing onboarding and driving adoption of Decisiv products for an assigned portfolio of customers

Applying business process analysis and organizational change management to lead customers to achieve the business goals and benefits that prompted them to subscribe to our products

Bachelor’s Degree from an accredited university or a minimum of 4 years of equivalent directly related experience in service management (on-road or off-road) and/or customer success

Ability to work independently in fast-paced environments, with strong problem-solving, planning, time management and communication skills.

Strong leadership and consulting skills with demonstrated ability to educate, coach, motivate, and influence others, particularly obstinate end users with little to no exposure to information technology.

Ability to work in the United States without company sponsorship and to travel within the United States and abroad without restriction, including holding a current passport or the ability to obtain one promptly

Curious to see how our team works?

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